Clients don’t realize software needs maintenance

You’ve just completed a big software project. The final demo went smoothly, and the client was thrilled.

You’re feeling great - another successful project in the bag. Time to move on, right?

But then, two weeks later, an email drops into your inbox.

“Hey, we found a bug. It’s urgent - can you fix it ASAP?”

You feel obligated to respond; they’re a paying client, after all, and you want to keep them happy. So, you dive back in, fix the issue, and think it’s all sorted.

But a month later, another email arrives. This time, it isn’t just about a bug. They’re asking for new features.

You try to explain, “That wasn’t part of the original agreement.”

But they push back. “Why didn’t you tell us this earlier?”

And just like that, the relationship starts to crack - not because of the work itself, but because of unspoken expectations.

The Real Problem

The truth is, most clients don’t realize that software isn’t a one-and-done deal.

• Bugs happen.

• Systems need updates.

• Features require tweaks.

Without clear support terms, it’s only a matter of time before things spiral out of control. You’ll also find yourself:

• Fixing bugs for free.

• Dealing with endless back-and-forth.

• Losing time and energy on work you didn’t plan for.

And the worst part? The client feels let down because they didn’t know what to expect.

It's not just about miscommunication; it's also about protecting your time, energy, and reputation.

How to Avoid the Support Trap

The solution isn’t complicated. It comes down to setting the right expectations from day one. Here are my 3 steps to avoid the chaos caused by unclear support terms:

1. Set Clear Boundaries

• Include a defined support period in your contract.

• For example: “30 days of free support post-launch.”

• After that? Make it clear that additional work will incur extra fees.

2. Introduce Service Level Agreements (SLAs)

• Specify exactly how quickly you’ll respond to issues.

• Example: “Bugs will be acknowledged within 24 hours and resolved within 5 business days.”

• This keeps everyone on the same page and prevents unrealistic demands.

3. Offer Paid Maintenance Options

• Provide options for extended support—at a cost.

• This could include monthly retainers or pay-as-you-go plans.

• The key is to show clients that long-term support is a service, not an obligation.

When you set these boundaries, you’re not just protecting yourself. You’re also protecting your relationship with the client. Because:

• Clarity upfront builds trust. Clients know exactly what to expect.

• Defined terms avoid conflict. There’s no confusion about what’s included or what’s extra.

• You focus on what matters. With clear terms, you’re not constantly dragged back into old projects.

The Bottom Line

Skipping over support terms might make contract negotiations a bit quicker, but it can end up costing you a lot in the long run, like weeks of unpaid work and awkward relationships.

It’s better to be upfront and set your boundaries right from the start.

When your contracts are easy to understand, you can stay focused on your work, and your clients will be much happier with the results.

Clear agreements make everything smoother for everyone involved.